Customer Service Manager

Overview

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, Connecticut, with a state-of-the-art rail served landfill located in Ohio. We cater to a diverse range of residential, industrial and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling and environmental services, while keeping focus on employee, customer and environmental safety.

What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture.

Essential Job Summary:

As a Customer Service Manager, you will be responsible for overseeing daily operations, ensuring quality in service delivery, and leading a team of supervisors and customer service representatives to meet performance metrics. This role requires strategic thinking, exceptional leadership, and the ability to create a positive, customer-focused environment. The manager will identify opportunities for process improvement, coach team members, and ensure compliance with company policies and customer service standards.

Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

· Manage daily call center operations, ensuring resources are optimized to handle contact volumes efficiently and within expected service levels.

· Develop and enforce customer service policies, procedures, and best practices to ensure consistency, efficiency, and quality of service.

· Monitor customer service metrics, including response times, resolution rates, and customer satisfaction scores, identifying trends and implementing strategies for improvement.

· Provide leadership, guidance, and support to the customer service team, including training, coaching, and performance management.

· Serve as a resource and escalation point for complex customer inquiries, issues, and complaints, ensuring timely resolution and customer satisfaction.

· Develop and maintain strong relationships with key stakeholders across the business, promoting collaboration to resolve cross-functional issues and drive customer-centric initiatives.

· Identify opportunities to enhance processes, systems, and workflows to improve efficiency and service delivery.

· Stay informed about industry trends, regulatory changes, and best practices in call center and customer service management, applying insights to drive continuous improvement and innovation.

· Foster a positive work environment, promoting teamwork, accountability, and professional development among team members.

· Additional duties as assigned.

Requirements and Qualifications:

· Bachelor's degree in Business Administration or related field (or equivalent experience). Advanced degree preferred.

· Minimum 5 years of experience in a call center environment, with at least 2 years in a supervisory role.

· Strong leadership and team-building abilities, with a track record of motivating and developing high-performing teams.

· Excellent communication, organizational and multitasking skills

· Proficiency with call center software, CRM systems and analytics tools

· Ability to analyze data, identify trends, and develop actionable insights that drive performance improvement and achieve departmental goals.

· Detail-oriented with a strong ability to manage resources effectively in a fast-paced, dynamic work environment.

Additional Information

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary Range Minimum

Salary Range Maximum

Salary : $110,000 - $130,000